Technical Support Engineer, LogicMonitor
FedRAMP
$76.7-90k
Office located in San Jacinto Center, Austin
Hybrid observability powered by AI
Be an early applicant
Hybrid observability powered by AI
1001+ employees
Be an early applicant
$76.7-90k
Office located in San Jacinto Center, Austin
1001+ employees
Company mission
To expand what’s possible for businesses by advancing their technology.
Role
Who you are
- 3+ years of experience in IT administration, including in Linux, Windows, networking, and SaaS ITIM platforms
- 3+ years of experience with cloud platforms such as AWS and Azure, as well as container technologies like Docker and Kubernetes
- Exceptional troubleshooting and customer service skills, with the ability to effectively communicate technical solutions to both technical and non-technical stakeholders
- Proficiency in scripting, with the ability to write basic scripts; experience with Apache Groovy and familiarity with file formats like XML, JSON, and YAML is preferred
- Proven experience supporting mission-critical applications that operate 24x365, ensuring reliability and uptime
- Solid understanding of engineering frameworks to identify product limitations versus configuration needs or new feature requests
- Strong knowledge of security and access control principles to ensure compliance and system integrity
- Flexibility to work a varied overnight schedule and participate in a rotating on-call weekend coverage
- U.S. citizenship is required due to the specific responsibilities associated with this role
What the job involves
- As a Federal Support Engineer (FSE), you will be the frontline technical support for our US Federal Government customers, playing a critical role in delivering an exceptional LogicMonitor experience
- You’ll manage incoming support cases from receipt to resolution, ensuring customer challenges are addressed efficiently and effectively
- In this role, you’ll contribute to customer success by resolving technical issues, educating users on product functionality, and delivering tailored solutions
- Additionally, your insights will shape LogicMonitor’s future by reporting product deficiencies to Product and Development teams, improving documentation, and enriching our user communities
- Act as a customer advocate by collaborating across teams to ensure timely and effective resolution of customer support cases
- Address incoming support cases through chat and ticketing systems
- Consistently deliver excellence in case management, ensuring resolutions meet or exceed SLAs
- Maintain a high proficiency in the LogicMonitor platform and supporting technologies to provide informed and accurate guidance
- Serve as liaison between customers and internal teams, including Product, Development, and Customer Success, to address escalated issues such as product enhancements, bug fixes, and product education
- Develop a professional growth plan with your manager, setting clear goals and tracking tangible outcomes to drive your success
- Contribute actively to team engagement by participating in communication channels, collaborative Zoom sessions, and knowledge sharing initiatives
Application process
- Anticipated Application Close Date: 03/17/2025
Our take
As businesses shift from reactive to proactive monitoring, there is a need for tools which empower them to make predictions and solve problems before they start. This is what LogicMonitor supplies, through an observability platform for hybrid environments.
The company's extensive product suite encompasses monitoring of all sorts, including but not limited to network, virtual machine, database, container and SaaS. Each service supplies real-time insights and automated monitoring, with agentless architecture.
LogicMonitor is held in high regard by the industry, evidenced by its being named in the Visionary quadrant of the Gartner Magic Quadrant 2024. It has also seen significant funding which will support further development and growth for the business.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 5 rounds)
Nov 2024
$400m
GROWTH EQUITY VC
Jun 2016
$130m
GROWTH EQUITY VC
Total funding: $543m
Company values
- One Team
- Customer Obsessed
- Better Everyday
- Agility
- Trust
Company HQ
Santa Barbara Downtown, Santa Barbara, CA
Articles
Leadership
Board Member at Rapid7 and Founding LP at Operator Collective. Was also a Board Member at Poema Global, and CCO, VP and Global Head of Customer Success at Slack.
Salary benchmarks
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